I am a regular visitor to Vietnam and Hue City since 2008 and this year I traveled with 3 nephews. While looking for a suitable accommodation, I found this hotel in the website, got interested because of the location which is just next to the other hotel where I stayed last year plus there is an outdoor pool. At the time of booking the reviews from previous guests were mostly positive so I did not hesitate to stay here. Before the trip I was already exchanging conversations with their Mr. Nhat Khan in the FB site. So far, I was impressed with the way he handled my inquiries and this gave me a good impression about this hotel. Obviously, we were having high expectations.
From Hoi An I requested Mr. Nhat Khan to meet us at the bus stop upon arrival in Hue. It seems that he was not on duty so we just managed to come to the hotel by taxi. It took some time before our rooms become available. The lady receptionist told us that there are welcome drinks but we were really tired from the trip so we wanted to rush to our rooms. I phoned her from my room to ask about the welcome drink and she replied saying that I need to call the restaurant, which I did. The restaurant guy took our order and we were asked to come to the restaurant where it will be served. After consuming our drinks we returned to our rooms.
At check out time I was surprised to get the bill for the welcome drinks. This is the only hotel in the world where a guest must pay for a welcome drink. I refused to pay the bill but the lady receptionist insisted. We were checking out to catch up with an early morning tour to Paradise Cave so I thought the petty bill was not worth my time so without any further argument I just paid. We left our luggage at the reception with the instruction that someone from the Gerbera Hotel will come to collect our luggage anytime of the day since I have made the necessary arrangement with Gerbera Hotel. Upon returning to Hue City from our long day tour, the tourist bus dropped us at the New Star Hotel. I went to the reception to ask if our luggage have been transferred to Gerbera but I was surprises and disappoint to find the answer to my question. They alleged that nobody from Gerbera Hotel called or came. To cut a long story we had to personally carry our luggage as we transfer to Gerbera Hotel. I confronted the receptionist at Gerbera Hotel about the incident but they reasoned out that they have been calling New Star Hotel who confirmed that we have already checked out and no baggage was left for safekeeping. Gerbera Hotel is aware that I am a regular guest since 2010 and I have no doubt about their professionalism when it comes to customer service. In fairness, Mr. Nhat Khan did a good job while we were there but his other colleagues were not able to live up with our expectations. The New Star Hotel has decent rooms and facilities which provide a level of comfort and luxury at a reasonable price. The management needs to either re-orient their front liners to cope with the requirements of the job or just simple replace incompetent staff with more qualified personnel.
- Official Description (provided by the hotel):
- For tourists in Hue wishing to choose a hotel in the heart of city, the New Star Hotel Hue is the perfect place, beautifully located on Chu Van An Street and within easy reach by foot of the various attractions the ancient capital has to offer. New Star Hotel Hue was opened in 2008. Together with the strong development of tourism in the city, our property has been built as three - star hotel equipped with modern amenities of international standard. Our team always strikes to offer our guests the best moments during their stays by the friendly service and high-quality accommodation. Destination: - Forbidden Purple City: 1 Km - Thien Mu pagoda: 3 Kms - Dong Ba Market: 1 Km - Tu Duc tomb: 4 Kms - Khai Dinh tomb: 4 Kms - Thanh Toan Tile Roofed Bridge: 6 Kms Other places: Bank: 1 Km Hospital: 1 Km Restaurants: 100 m ... more less
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